Troubleshoot application and software related issues and determine the root cause for the issues
Work on defined SLAs to ensure that our client receives the best of the services
Provide minor enhancements, production, and technical support to LogiNext’s enterprise clients
Monitor production alerts and escalate the issues for any anomalies in the system
Ensure complete compliance of ticketing tool and report metrics on a daily basis
Work with the existing engineering team to maintain highly scalable and secure products
Manage and prioritize multiple work requirements to meet deadlines by working independently and leading a team
Provide 24×7 technical support to all production practices on holidays and weekends on a rotational basis
Requirements
Bachelor’s degree in Computer Science, Information Technology or related field
Minimum 7 years experience in a production support role or in software development using Java, J2EE, Spring, RESTful APIs, MySQL, MongoDB
Expertise on production support processes such as incident or change management, call triaging, critical issue procedures
Experience with application support organization working in 24*7 environments
Experience in writing and maintaining scripts to monitor system activity and automate production support activities that enable efficiency and productivity of Customer Success team
Proficiency in troubleshooting, root-cause analysis, SLA adherence and metrics reporting for large enterprises
Knowledge of monitoring tools, alert escalation, customer and other stakeholder management
Familiarity and/or experience in implementing ITIL concepts in addition to technical aptitude are highly valued
Providing support on weekends on a rotational basis
Job details are sourced from the employer's original posting.
